Administrators can now control whether specific user roles have permission to close cases. This provides more control over case lifecycle management and helps enforce internal processes.
Disabling the ability to close cases can help you:
Prevent premature case closure
Require QA or tier escalation before resolution
Maintain compliance standards
Standardize resolution workflows
Navigate to Admin
Select Roles
Choose the role you want to edit
Locate the Case tab
Disable the “Ability to close cases” permission
Click Save
Users assigned to that role will no longer see the option to close cases.
Many organizations restrict case closure to senior agents or supervisors to ensure quality control and resolution accuracy.
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